CS Newsletter August 2026

 Customer Success August 2026

This edition of the CS Newsletter is focused on giving you more control and more clarity.

Inside, you’ll find updates on managing what data LLMs can access, how to turn your JO programs into measurable business outcomes, a practical tip on building reusable AI prompts, and community highlights from CS practitioners sharing what’s working. Plus events and resources to keep building your skills.

Let’s dive in! 😄

As AI becomes part of more workflows, admins need a simple way to stay in control of what it can access. Tool and Object Management lets you decide which Gainsight tools and data objects are available to LLMs, so you can expand AI use across your organization while keeping the right boundaries in place. It gives you more confidence that teams can take advantage of AI without opening up more data than they need.

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See Which JO Programs Are Actually Working

Program performance should tell you more than who opened an email or clicked a link. With new Program Goals, you can define the customer or business outcomes that matter most, track progress at the account level, and see whether your programs are actually influencing those outcomes, including changes in health, ARR, lifecycle stage, or other key customer metrics.

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Vague prompts usually lead to vague answers. Instead of asking AI to “summarize this account,” start with the decision you’re trying to make: What changed? What should I pay attention to? What should I do next?

For recurring work like meeting prep, health reviews, customer feedback, or CTA cleanup, keep the structure of a prompt that works and reuse it across accounts. You can change the customer or context without rebuilding the request every time.

Try this: Pick one task you do every week and ask yourself, “What decision am I trying to make at the end of this?” Build your prompt around that.

The MCP Prompt Library has examples if you need a starting point, but the bigger habit is to make every prompt specific to the work you’re trying to get done.

AI Follow Up is one of the most powerful time-savers for CSMs automatically generating meeting summaries, action items, and follow-up notes right after a call. But to get the best results, there’s one setup detail worth confirming.

For AI Follow Up to generate accurate and complete meeting summaries, make sure both recording and transcript are enabled on your meeting platform. When both are active, Gainsight has everything it needs to surface rich, contextual insights right after the call ends.

Pro tip from the community: if you’re seeing inconsistent results, check your meeting platform settings first, transcript enablement is often the missing piece.

Already using AI Follow Up? Share what’s working for your team in the comments, we’d love to hear how CSMs are putting it to use!

What are the people shaping the future of CS, AI, and GTM doing differently? [Un]Churned brings you candid conversations with leaders who are testing new ideas, challenging old playbooks, and figuring out what actually works as Customer Success evolves.

Recent guests include:

• Christina Meng, OpenAI on driving AI adoption inside the enterprise
• Diane Wu, Google on Google’s AI-first approach to post-sales
• Pradeep Raman, Microsoft on scaling Customer Success

Tune in for practical ideas and honest perspectives you can bring back to your own CS strategy.

Listen to [Un]Churned
 

 

Substack: Stories About Building AI for Customer Success

Want to go deeper into the CS world? Our Substack shares practical lessons, experiments, and behind-the-scenes stories from teams that are rethinking how Customer Success gets done. Subscribe to get new ideas and real-world examples delivered straight to your inbox.

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Sharpen the skills that matter most as CS evolves. Explore practical courses on AI, MCP, customer context, change management, and more, so you can work more effectively and adapt with confidence.

• AI Essentials for CSMs: Understanding AI in Your CS Workflow
• Introduction to MCPs for Everyday AI Use
• Gainsight MCP: Bring Real-Time Customer Context into Every AI Workflow
• Change Management for Customer Success

Renewal risk rarely appears overnight but most teams only catch it too late. This session is built for CS teams working on health scoring, managing renewals, or building proactive playbooks in Gainsight.

What we'll cover:

• Configuring meaningful health indicators tied to real customer outcomes
• Connecting health signals to proactive renewal conversations
• Building a risk response playbook using Gainsight health data
• Live demo: advanced health scorecard optimisation for CS Ops
• Q&A: moving from reactive to proactive renewal management

Whether you're refining an existing health scoring model or building one from scratch, you'll leave with practical strategies you can apply right away.

Missed Session 1? Catch the recording on MCP and how CS teams are using AI in their daily workflows: [Session 1 recording link]

Register Here

Have questions about Gainsight CS or looking to sharpen how your team engages customers? Join our weekly Office Hours open to all CS customers for live answers from CS experts, peer discussions on real-world challenges, and practical tips to optimize engagement and drive adoption. 

Register Now